Returns and Refunds
This page describes our policy on returns and refunds for products purchased at our pharmacy. We aim to handle all requests fairly and in line with Finnish and EU consumer law.
Right of withdrawal (distance and off-premises sales)
If you are a consumer in the EU/EEA and you purchased the product at a distance (e.g. by phone or online) or away from our premises, you generally have a right to withdraw from the contract within 14 days without giving a reason. The withdrawal period runs from the day you receive the goods. To exercise the right, you must inform us of your decision to withdraw before the 14-day period has expired (e.g. by phone, email or a clear written statement).
By law, the right of withdrawal may not apply to certain goods, including: goods that have been unsealed after delivery and are not suitable for return for reasons of hygiene or health (e.g. some sealed food supplements once the seal is broken); goods that have been mixed with other goods after delivery and cannot be separated. If you are unsure whether your purchase is eligible for withdrawal, please contact us and we will confirm.
Effects of withdrawal
If you withdraw, we will reimburse all payments received from you, including delivery costs (except where you have chosen a more expensive delivery option than our standard offer). We will make the refund using the same means of payment you used, unless you agree otherwise. We may withhold the refund until we have received the goods back or until you have supplied evidence of having sent them back, whichever is the earliest. You must send back the goods without undue delay and in any event not later than 14 days from the day you inform us of withdrawal. You are responsible for the direct cost of returning the goods unless we have agreed to bear it or the product is faulty.
How to return a product
Step 1: Contact us by phone (+358 9 655 069) or by email using the contact details on the website. Tell us that you wish to return the product and, if applicable, the reason (e.g. change of mind, fault).
Step 2: We will confirm whether the return is accepted and give you instructions (e.g. where to send the product, whether to use the original packaging). Where possible, please return products in their original packaging and in a resaleable condition (subject to any exceptions for hygiene or use).
Step 3: Send the product to the address we provide. We recommend using a trackable method. You are responsible for return shipping unless the product is faulty or we have agreed to cover the cost.
Step 4: Once we have received and checked the product, we will process the refund or, if agreed, an exchange. We will inform you when the refund has been made.
Refunds
If your return is accepted, we will refund the purchase price (and, where applicable, standard delivery costs as explained above) within 14 days of the day we receive your withdrawal notice or the goods back, whichever is applicable. We will use the same payment method you used for the purchase unless you explicitly agree to a different method. Refunds do not include any additional delivery costs you chose (e.g. express delivery) unless we are required to reimburse them by law.
Faulty or incorrect products
If you receive a product that is faulty, not as described, or does not conform to the contract, you have statutory rights under Finnish and EU consumer law. Please contact us as soon as possible. We may ask you to describe the fault or to send photos. Depending on the circumstances, we will offer a repair, replacement, price reduction or full refund. We will not require you to pay for the return of faulty goods. These rights are in addition to (and do not replace) the 14-day right of withdrawal described above where it applies.
Purchases made in the pharmacy (on-premises)
If you bought the product in person at our pharmacy, the 14-day right of withdrawal under distance-selling rules does not apply. You may still return unused, resaleable products by agreement with us, or you have rights in case of fault or non-conformity as described above. Contact us to discuss your situation.
Contact
For all returns and refund enquiries: Korkeavuorenkatu 2, 00140 Helsinki, Finland; phone +358 9 655 069; or use the contact form or email on the website. We will respond as quickly as possible and in any event within the time limits set by law.